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The Problem Management is the process responsible for managing lifecycle of all problems. The general purpose is to prevent incidents and to minimize the influence of those that cannot be prevented.
Within SimpleOne Problem Management supports the incident management process. The system can:, the Problem Management solution allows users to perfom the following types of process activities:
- Identificate and log problems;
- Prioritize and categorize
- log incidents;
- classify them by impact and urgency, categories CIs and services;
- assign them Assign problems to appropriate persons or and groups;
- Investigate and perform functional or hierarchical escalation if necessary;
- resolve incidents.
- Produce workarounds to reduce problem affection and to keep system functionality running while searching for a resolution;
- Resolve and Close problems with the objects related to them.
Problem Identification
detect, create a problem desciprtion...detection
Problem Categorization and Prioritization
Problem Investigation
Diagnosis and Resolution
Produce a workaround
Problem and Error Control
Problem Resolving
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Problem Closure
Incident Management State Model
The states can be divided on the State Flow and Waiting statuses. The difference is that when the incident in the State Flow state (for example, In Progress), its SLA indicators are continuing to count down the time related to the incident processing. For example, it can be the time until the SLA breached (the Business Time Left indicator). But when the incident is moved to the Waiting status (for example, Information Needed), all SLA indicators related to the incident are stopping the countdown.and Categorization
When detecting an issue, it is neccessary to log and describe all the aspects of a problem. Create a Problem record to properly identificate the issue, and to log all activities and works on a problem.
Categorize and prioritize a problem for a proper assessment of the impact on your system functionality, in order to produce an effective resolution.
Problem Investigation
Use the Problem Management features to investigate problems and objects related to them. Establish hierarchical and functional relationships with Incidents and Change Requests to identify the issue cause.
Produce a workaround
You can reduce or eliminate the impact of a problem that cannot be resolved for some reason. Create a Known Error record to produce a workaround useful for the relevant problems and issues.
Problem Resolution
Initiate and produce the most appropriate problem solution by the SimpleOne features. Create Change Requests and Problem Tasks that are neccessary for problem resolution.
Problem Closure
Close completed Problems after verifying whether the issue has actually been eliminated.
Problem Management State Model
State | Description |
|---|---|
| Registered | The incident is recorded (via phone/email/Self-Service Portal) but not yet categorized. |
| Assigned | The incident is categorized and assigned to a relevant person or group. |
| In Progress | The person started working on the issue. |
| Postponed | The incident can be marked Postponed if the incident resolving should be postponed for a known period. If the incident moves to this status, then planned resolving date must be specified in the Resubmission field. But if the incident affects business functions, then it must have at least a temporary workaround. |
| Known Error | |
| Completed | An incident is considered resolved when an agent has come up with a temporary workaround or with a permanent solution for this issue. In this case, he/she must change the status to Completed so that the caller could perform the tests. If the tests are successful, then the incident should be marked as Closed; otherwise, it should be marked as Rejected by User. |
| Closed | After the incident caller is satisfied with the incident solution, he/she could close the incident (mark it as Closed and (optionally) evaluate the agent performance by grading "Agent Satisfaction" and "Service Satisfaction"). If the incident was not closed after it was marked as Completed, then it can be closed automatically over an adjustable timeframe. |
Only the incident problem caller has the right to close the incidents; this is problem according to the best ITSM practice. But in SimpleOne, this rule does not affect infrastructure incidents. The incidents of this type can be closed only by the responsible person after performing the tests.
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